Building A Customer-Centric Service Culture

This highly engaging training course demonstrates how to measure the current level of customer centricity by better understanding your customer experiences and requirements; and reinvent your brand and culture to deliver the perfect customer service experience. This will both challenge and excite delegates, inspiring them into action having experienced the power of customer-centric thinking.

• Improve the customer experience within their organisation
• Help develop a customer-centric service culture
• Develop, implement, train and monitor brand experience behaviours
• Challenge how customer centricity is delivered by existing strategy and how it drives superior performance
• Develop a customer-focused mindset for continuous improvement
• Produce a personal service improvement action plan

• Supervisors
• Customer Service Team Leaders and Supervisors
• Sales Managers
• Customer Service Managers

• Defining your current customer service culture
• Measuring the level of customer centricity
• Intuition is not acceptable. Decisions must be made using quantitative data
• How does your organisation rate on customer centricity? Do your customers agree?
• Primary and secondary motives for the new culture
• Vision and Values – empty words?
• Developing Brand Values and Behaviours that determine how you do business with your customers and how your employees are managed
• Starting with vision and values
• Communication consistency to build trust and passion
• Share feedback – customers, suppliers and employees
• Examining competency requirements
• Ensure proficiency in technical and soft skills
• Making it easier and nicer for customers to use your solutions
• Customer centric policies, procedures and tools
• Identify employee competencies that directly reflect brand values
• Getting the right people in place with the personality to match the desired culture
• Drive a customer experience culture across your area of responsibility
• Identify and implement significant changes in customer experiences
• Empower everyone to be a customer service leader

• Presentation & Slides
• Audio Visual Aids
• Interactive Discussion
• Participatory Exercise
• Action Learning
• Class Activities
• Case Studies
• Workshops
• Simulation